Refund policy

Return Window

You may return most new, uninstalled items within 45 days of the delivery date. Individual products may carry different return terms where noted on the product page.

Return Conditions

• The item must be unused, uninstalled, never connected to a fuel or power supply, and in the original packaging with all components (for freight items, including the original shipping pallet).
• A 15% restocking fee applies to returns.
• Return shipping is the customer's responsibility. You may arrange your own insured carrier, or we can schedule the return at our discounted commercial freight rates — in that case, we will quote the exact cost to you in writing before you confirm, and deduct it from your refund. No surprise deductions.
• All returns require a Return Merchandise Authorization (RMA): contact us at support@hearthdepot.com with your order number; for freight items we will ask for a few photos of the item and packaging before issuing authorization. Returns without an RMA cannot be accepted. Ship the item within 14 days of RMA issuance.

Non-Returnable Items

Made-to-order and built-to-order products once production has begun (these may be cancelled free of charge within 24 hours of purchase — see our Cancellation Policy); gas appliances that have been installed, connected to a fuel supply, or operated; items marked clearance or final sale; gift cards; opened fuels and consumables.

Refunds

Once your return is received and inspected, approved refunds are issued to your original payment method within 5–10 business days, less the restocking fee and return shipping costs where applicable. Items returned incomplete, without original packaging, or in diminished condition may be subject to an additional deduction reflecting the reduced resale value.

Damaged, Defective, or Incorrect Items

Defective, damaged, or incorrect items are always replaced or refunded in full at no cost to you, including all shipping. This is subject to the delivery inspection and notation requirements described in our Shipping & Delivery policy: for freight, note any damage on the bill of lading before signing (or note "subject to further inspection, may contain concealed damage"), and report damage with photos within 24 hours of delivery. Accepting a visibly damaged freight shipment without any notation on the bill of lading severely limits our ability to file a carrier claim and may make a replacement or refund impossible.

Cancellations

Orders can be cancelled free of charge before shipment; made-to-order products within 24 hours of purchase. See our Cancellation Policy for details.

Warranty

After the return window, all products remain covered by their manufacturer's warranty (Dimplex, Empire Comfort Systems, Bromic Heating, and others). Contact us and we will help you file the claim.

Questions

Email: support@hearthdepot.com
Phone: +1 (888) 398-1887 (Monday–Saturday, 8:00 AM – 8:00 PM EST)
Mail: BE-COMMERCE LLC, 30 N Gould St Ste 24751, Sheridan, WY 82801, USA